Question

A patient is in a waiting room, approaches a medical assistant, and states, "I've been waiting 30 minutes to see my doctor; can't you do something?" Which of the following responses by the medical assistant is an example of active listening?

a. "I understand, but there's nothing I can do."
b. "It's always busy; just be patient."
c. "I hear your frustration. Let me check on the wait time for you."
d. "Patients often wait; it's part of the process."

Answer 1

Option c. "I hear your frustration. Let me check on the wait time for you." is an example of active listening.

Step-by-step explanation:

The question addresses the concept of active listening within the healthcare setting, specifically relating to a patient's experience with wait times when seeing a doctor. The correct response that exemplifies active listening is "c. I hear your frustration. Let me check on the wait time for you."

This choice demonstrates that the medical assistant is not only acknowledging the patient's feelings but is also taking proactive steps to address their concern. Unlike the other options that dismiss the patient's feelings or normalize the waiting as an unavoidable aspect of the process, this response shows genuine concern and a willingness to assist.

Active listening is crucial in healthcare environments because it helps build trust between patients and medical staff, improving the patient care experience. It involves fully concentrating on the speaker, understanding their message, responding appropriately, and remembering what was said. When patients feel heard and understood, they are more likely to feel at ease with the care they are receiving. On the topic of wait times in the healthcare setting, the evidence mentioned points to systemic issues that can impact patient satisfaction, such as the length of wait times, the prevalence of mental health issues, and staff-to-patient ratios.